Careers

Manager Workforce Management

Posting Date: Aug 21, 2020
Location: Houston, TX, US
Company: Call Centers of America
Req ID: 20838
Additional Work Locations:

We’re excited you’ve considered to work with Call Centers of America. We are committed to making you reach your true potential in various areas like in dealing with customer service and product support. We love to see you grow in your profession and make decisions to own your career. Learn more with world-class training. Earn more with one of the highest compensation offerers in the industry. And care more in an environment that considers you family and pays forward to the community. A door to countless opportunities is waiting to be opened. Start today!

Summary

Makes sure that all the company resources are available to take care of the client’s forecasted volume of calls while being able to meet all internal, client, and financial target KPIs. This position also entails managing different types of administrative tasks to guarantee accurate reports, structures in reporting, and access to various systems. Different teams and analysts in several locations report to the person in this position.

Responsibilities

  • Oversees and keeps up training plans to guarantee that there will always be enough number of agents who can handle the forecasted call volume.
  • Engages in different calls to monitor the KPI performance set of the client.
  • Ensures that a report is sent to the operations department that displays the day-to-day scheduled staffing compared to the needed staff according to the forecast (not only daily, but also monthly) to guarantee the attainment of the KPIs.
  • Makes sure that staffing and scheduling adjustments are suggested to the operations department and are executed on an intraday, day-to-day, week-by-week, and month-to-month basis to guarantee the attainment of the KPIs.
  • Oversees the different forecasting, staffing, and scheduling processes along with the approval of vacation leave requests, schedule change requests, and new hire training schedules.
  • Handles a wide array of administrative tasks such as ID administration and more.
  • Undertakes new duties as requested.

Requirements

  • 5-8 years of experience
  • Experience in workforce management tasks such as forecasting, scheduling, and staffing in the past.
  • A minimum of 3 years of prior experience working as a call center agent.
  • Competent and effective communication skills (both oral and written).
  • Experience in supervisory roles for a team member of 5 and other straight reports.
  • Excellent presentation skills.
  • High level of proficiency with Excel.
  • Strong mathematical skills.
  • Strong analytical skills.
  • Ability to multi task.
  • Ability to prioritize and delegate deliverables.
  • Ability to maintain confidential information.
  • Working knowledge of IEX a plus.

Education Requirement

Bachelor’s Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements

In order to effectively perform the basic responsibilities of this position, the interested applicant should meet all the necessary physical requirements enlisted here. At times, the person is required to stand, walk, and navigate the entire production floor for extended periods of time. Furthermore, he/she should possess a sharp visual acuity to be fit to perform tasks like preparing and interpreting data and/or reports, checking a computer terminal, and/or heavy reading. Occasionally, they would also need to bend, kneel, twist, and reach for a while.